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MANAGEMENT GURUMANTRAS - By Pramod Batra
The Customer is the boss
As Earl Nightingale once put it, there never has been. there is not
now.
and there never will be any boss but the customer. He is the one boss
you must please. Everything you own. he has paid for. He buys your
home
your cars, your clothes. He pays for your vacations and puts your
children through school. He will give you every promotion you will
ever
obtain during your lifetime. and he will discharge you if you
displease
him. '
Everything depends on how you treat this boss - your customer. The
great
law which lies at the foundation of all life.business and personal. is
that our rewards in life will be in exact proportion to our service.
That is service to our boss the customer.
Handle a difficult customer with care
A difficult customer is a dark cloud with a silver lining. He is your
golden opportunity to prove your mettle as a sales person. Win him
over
and you have sharpened your technique of satisfying customers and
getting more business.
Handle a difficult customer with tact. And sympathy. Put yourself in
his
shoes and see where it pinches. Then mend it. remove the irritations
to
make him happy.
See him walk out with a smile on his face. And, your may rest assured,
he will get you a hundred more customers.
Do your swot analysis today
SWOT is a good management tool for a manager, like a thermometer and a
stethoscope for a doctor! You need an objective mind and a good
genuine
friend who can help you do your SWOT analysis. The key to success is
knowing yourself.
Strengths Enable you to put your best foot forward.
Weaknesses? Who does not have them? Only when you recognize them can
you
do something to correct them.
Opportunities are plenty - even in adversity. Only, one has to
evaluate
them for what they are.
Threats are like ticking time bombs; defuse them by anticipating and
taking preventive action.
Become A Tiger salesman
The "Pussy Cat Salesman" does a fine job of prospecting and
establishing
the initial contact. He also makes a good presentation, but is not too
sharp at replying to the sales objections. And when it comes to asking
for the order, he becomes a docile pet. In his eagerness to be
goody-goody, he loses sight of his main objective, that is, bagging
the
order.
The "Tiger Salesman" is made of sterner stuff. He is nice to the
prospect, but he is also firm. He is persistent and does not give up.
In
fact, he views every sales objection as an opportunity to tell more
about his product. And finally, he does not hesitate to ask for it,
that is, the customer's signature on the bottom line.
In the long run, tigers make more friends and close more sale too.
If you offer peanuts, you will get Monkeys
Pay well. A cheap employee is expensive. If each of us hires people
who
are smaller than we are, we shall become a company of dwarfs. But, if
each of us hires people who are bigger than we are, we shall become a
company of giants.
If you want to plan for a year, plant corn. If you want to plan for 3
years, plant a fruit tree. But, if you want to plan for 10 years,
plant
men. Think people, good people, committed people.
Do important jobs now before they become urgent
Procrastination is the thief of time. The habit of putting off
important
tasks can rob you of hours of achievement and success.
Do not forget that the world's biggest fires could have been prevented
by a small cup of water. And a telegram results when a postcard is not
sent.
Why neglect the job at hand now, and let it crush you under its weight
later? A stitch in time saves nine. Attack the task with full gusto,
and
you will be pleasantly surprised at your own competence.
A thousand mile journey begins with a single step. Take the step.
Leave
inertia behind. See the miles melt away under your feet. Do it now!
Everyone likes to do what he likes and not what should be done
It is a common phenomenon in offices. You ask your colleague to do
something and just when you are expecting the result, your discover
that
he has been at something else just because he preferred doing what he
liked and not what should have been done.
Why do individuals behave this way? Part of human nature? Maybe.
Looked at the other way round, why does a person behave contrary to
how
we expect him to behave? Well, children like to do what they are
prevented from doing. But it happens with elders when they are not
properly guided. And more important, when they are not properly
motivated.
How can we motivate? Money is not the answer in such situations. Don't
just tell the individual about the activity. Show him the goal that it
will help in achieving so that he not only knows the force that he has
to apply but also the direction in which he has to apply it.
Imagine a game of hockey or football where the players can see only
the
ball and not the goal posts. Nothing less than groping in the dark.
The answer lies in teamwork. And you, as the leader, have to build the
team spirit.
Profit is not a dirt word
Profit is the driving force that spurs us on. It is the material
yardstick of success in business. As long as your are not profiteering
(that is, making money by unfair means), you need not feel guilty
about
making a profit. It is your legitimate right, your means to growth,
the
incentive for you to give better products and service to the customer.
But putting profit before better quality and service is like putting
the
carriage before the horse - business does not move. If, on the other
hand, we strive for quality and service, our business goes galloping
forward. And more profits come rolling in.
That's SUCCESS!
Nothing dies faster than a new idea in a closed mind
There is a Chinese saying: "You can't pour fresh hot tea into a cup of
stale cold tea."
And there is a story about an American professor who went to a Zen
master to learn all about Zen Buddhism. The master started pouring tea
and soon it started overflowing. The American shouted, "Master,
master,
no more will go in the cup." The Master replied, "Yes, like this cup
your mind is overflowing with your own ideas. You must empty your mind
a
little for the new ideas to come in."
Well, unlock your mind- rather, throw away the lock! Keep on using
your
mind so that more ideas can come in fresh and new!
Don't forget Quality
Your customer is the goose that lays the golden eggs. forever. If you
lure him with a low price and deceive him with a low quality product,
you have made one big kill, but you've lost his goodwill forever.
A lot goes into the making of a top quality product. Your customer
knows it. and he is happy paying a good price for something of lasting
value. If your product of service is enduring, his happiness is
enduring. Remember, every customer is a one-man advertising agency. If
he is pleased, he'll spread goodwill for you. If he smiles, Dame Luck
will smile upon you!
Therefore, create quality. for him - your customer.
If I had 8 hours to chop a tree.
.I would spend 6 hours sharpening my axe. The will to win is worthless
if you do not have the will to prepare. Skyscrapers take only a year
to
build but many years to plan. And, patience in planning, impatience in
execution has worked wonders.
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